Execs In The Know- A Global Network of Customer Experience Professionals

CRS Marina del Rey – Agenda at a Glance

Pre-Conference: Monday, September 10, 2018 


5:30 P.M. – 7:30 P.M. Welcome Reception & Registration 


Conference Day 1: Tuesday, September 11, 2018 


7:30 A.M. – 8:30 A.M. Registration & Breakfast


8:30 A.M. – 9:00 A.M. Conference Kickoff


9:00 A.M. – 9:45 A.M. The Impact of a Compelling Culture  

Creating extraordinary customer experiences requires you to first create an extraordinary customer-focused culture. Chick-fil-A is beloved by many because it has maintained a culture that remains true to its purpose, mission and values. Join Dee Ann Turner as she walks us through five key processes that are required to shape an extraordinary corporate culture.


9:45 A.M. – 10:30 A.M. Exploring CX Initiatives Through Consumer Insights: CXMB Series 2018 Consumer Edition

Join COPC Inc. and an elite group of industry leaders as they discuss the results of the 2018 Customer Experience Management Benchmark (CXMB) Series Consumer Edition report, scheduled for release during CRS Marina del Rey. The CXMB Series is the product of a research partnership between Execs In The Know and COPC Inc. Since 2012, the reports have been published bi-annually with the Consumer Edition published in the fall, followed by the Corporate Edition in late winter.


10:30 A.M. – 11:00 A.M. Networking Break


11:00 A.M. – 12:30 P.M. Customer Shop Talk 

Customer Shop Talk sessions are small industry expert led discussions, on a laser focused topic. Join a group that is addressing a topic that is top of mind for you. Customize your agenda by picking which sessions to attend. Each discussion allows you 40 minutes to collaborate with your peers on your topic of choice.

1. Title: Digital Messaging Customer Care at Scale

Sponsor: SparkCentral

Your customers prefer to interact with your brand where it’s convenient for them – on messaging channels. This isn’t new news but it begs some important questions. How do we execute this new reality, orchestrate customer interactions across these channels, and fit into our current people and tech environment? This session will walk you through how to think about providing digital messaging care, the benefits it holds for your business and operations, and ultimately how to build a scalable messaging strategy across various channels.

2. Title: From Containment to Engagement: Why Customer Support is No Longer Enough

Sponsor: Interactions

This interactive session will dive into the rapid evolution of customer care and how your company can keep pace by focusing on a personalized omnichannel approach.  Today’s market is ever-changing and enterprises are facing increased customer demands. Join us as we explore how to manage expectations across various consumer demographic groups as well as best practices for developing a modern and successful customer engagement strategy.  Finally, we’ll discuss the impact that customer engagement has on overall business strategy and success (including CX, revenue, and retention).

3. Title: Practical Applications of AI/RPA: What to do Today to Move the Needle.

Sponsor: Teleperformance

There is a lot of chatter, and noise, about AI, RPA, BOTs and NLP.  Does everyone need a Watson to get started with AI? Will RPA and NLP replace all human interactions? Are BOTs taking over the world?

In this session we will explore practical ways to incorporate these newer paradigms to improve the agent experience, the customer experience, and optimize business processes to bring about digital transformation.  Through use cases, we will bring to life methods to adapt and adopt these technologies today – and create a roadmap for the future.

4. Title: Workforce AI: The Driverless Contact Center

Sponsor: Aspect

Most organizations are just now scratching the surface of what’s possible with Artificial Intelligence. AI stands to fundamentally change the contact center both at the agent level and for supervisors, managers, workforce planners, quality analysts and the rest of the staff. Learn how contact centers will soon be able to use the massive quantities of data on call handling, agent preferences, performance and successful outcomes to make better and automated decisions across the contact center.


12:30 P.M. – 1:30 P.M. Lunch


1:30 P.M. – 2:15 P.M. Hacking The Millennial Brain to Drive an Engaged Workforce to Better Serve Your Customers

Millennials will account for 75% of the workplace by 2025. They are becoming exactly the kind of employees that an organization can leverage in today’s interconnected world. In this session, our panelists will share best practices, techniques & clues to engaging millennials in the workplace to best serve your brand.


2:15 P.M. – 3:00 P.M. Scale Down to Scale Up – Case Study

DoorDash is experiencing ridiculous growth and is throwing out the playbook in the process. Born just four years ago and now valued at over $1.4B, DoorDash processes millions of orders a month. Join DoorDash’s Senior Manager of Vendor Operations, Kyra Huntington, as she shares how DoorDash embraces the untraditional: ramping down their vendor partnerships during a period hypergrowth, promoting customer support leadership from other departments, and launching innovative solutions to drive deeper relationships with customers.


3:00 P.M. – 3:15 P.M. Networking Break


3:15 P.M. – 4:00 P.M. Mindfulness in the Workplace – Delivering a Compassionate Customer Experience

Scott Shute leads LinkedIn’s Global Customer Operations.  He also leads the company’s Mindfulness Programs.  In this talk Scott will share how these two worlds are coming together and how mindfulness is gaining traction in the workplace.  We’ll also explore how customer service organizations can use mindfulness and compassion training to help boost employee well-being, reduce stress, and increase productivity, all while delivering an improved customer experience.


4:00 P.M. – 6:00 P.M. Innovations Lab/Cocktail Hour

After a full day of discussions, join us to see concepts live in action and learn how they can be applied to improve CX in different channels and processes. In combination with our cocktail hour, the comfortable, relaxed setting will be the perfect backdrop for engaged conversations and learnings.


6:00 P.M. – 9:00 P.M. Evening Networking Event 

Join us at The Warehouse as we celebrate Gilligan Island style. We have a fun evening of great food, music and networking planned for  you.


Conference Day 2: Wednesday, September 12, 2018


8:00 A.M. – 9:00 A.M. Registration & Breakfast


9:00 A.M. – 9:15 A.M. Day 2 Kickoff


9:15 A.M. – 10:00 A.M. Beyond Digital Transformation

The support industry is undergoing a huge digital transformation. Customers’ expectations are continuously evolving with advances in technology and the customer experience is becoming more significant in purchase decisions. While technology plays a significant role in how we support our customers now, and in the future, people are at the heart of support. Aileen Allkins shares how Microsoft is fostering a culture of customer obsession and growth mindset among their people and suppliers to accelerate their digital support transformation.


10:00 A.M. – 11:30 A.M. Moments of Brilliance 

Moments of Brilliance are 15 minute sessions that attendees will self-select and rotate every 15 minutes. We will have a total of five simultaneous sessions taking place. Attendees will select (3) of the (5) opportunities available to attend and rotate based on self-selection and interest.

1) Topic: Coming Back to Earth: Five Ways to Make AI Real in Customer Care

Speakers: Sutherland & SONY PlayStation

In every company, your CTO, and CMO are spending a lot on artificial intelligence technologies. But in the world of customer care, what has AI done for you? Get five practical tips, that go beyond typical vendor promises and understand how to operationalize the technology and make it real. Sutherland and SONY will share lessons learned…

2) Topic: How Conversational IVR Can Rescue Your Brand

Speakers: Convergys & FirstEnergy

Is your IVR helping or hurting your brand? As consumers become more tech-savvy, they are also becoming more impatient with traditional IVR touchtone and directed dialog IVRs. Conversational IVRs elevate the customer experience by using Natural Language Understanding (NLU) to replace menus and options with a human-like conversational interface. NLU technology is easier and faster, reduces cost by eliminating misroutes, and improves automation rates by getting more callers to their desired self-service information.

In this session, you will learn how Convergys partnered with FirstEnergy to replace its underperforming IVR with an award-winning NLU application that allows callers to say what they want in their own words. You will leave with a greater understanding of how conversational IVR can help you achieve dramatic results, including lower costs, increased customer satisfaction, and rapid return on investment.

3) Topic:  Managing High Performing Digital Channels, Without Agents or Outsourcers

Speakers: Directly & Republic Wireless

The traditional contact center model is broken. Customers expect a level of knowledge, responsiveness, and empathy that call centers and outsourced agents can’t deliver.

Learn how Republic Wireless, a mobile virtual network operator, has looked beyond the traditional contact center to deliver better answers to customers in the moments that matter by using Directly’s AI and gig economy platform. Instead of turning to outsourcers, Republic Wireless has harnessed their top customers and AI to help fellow customers with support.

Republic Wireless has improved the customer experience significantly, reducing response times from 24 hours to 3 minutes and increasing CSAT from 65% to 90%, while handling 30 percent of total support volume – without agents or outsourcers.

4) Topic: Artificial Intelligence and its Impact in Customer Experience

Speakers: EITK AI Committee & Blizzard Entertainment

The Execs In The Know AI Committee is a group of senior CX leaders from leading brands like Square, Blizzard Entertainment, LinkedIn, Fedex, Hilton, Jet Blue, Lyft, and Interactions. The Committee was formed to help our community understand the opportunities to apply AI in service, and to help navigate the trends, tools, and technologies available to better the CX experience.

The goal of the AI Committee is to give a collective view of how various verticals are understanding and applying AI in their service strategies and the Committee will be releasing a report of their findings in early 2019.

Join Interactions and Blizzard Entertainment for an overview of the AI Committee’s research into technologies and applications that are driving real value for customers and brands.


11:30 A.M. – 12:00 P.M. Networking Break 

12:00 P.M. – 12:45 P.M. A Cost-Benefit Analysis: How Electrolux Major Appliances Successfully Brought AI to Their Customer Experience

As digitization, productivity, and creating a more effortless customer experience became top priorities within the business, Electrolux Major Appliances identified conversational AI as a viable solution to achieving their goals. Join this case study session with General Manager Ross Tudor as he illustrates key performance metrics that helped his team successfully implement AI into Electrolux’s Customer Engagement Center. Participants will walk away with:

• A deeper understanding of the business case for AI
• Tangible activities that will lead to a successful implementation
• The importance of change management with Live Agents
• The right blend of AI and humans for seamless customer service experiences


12:45 P.M. – 1:30 P.M. Lunch


1:30 P.M. – 2:15 P.M. Delivering a Superior Customer Experience in the Fourth Industrial Revolution

As we enter the Fourth Industrial Revolution, not only is the nature of work changing but so are the expectations of those performing the work. Getting the best and most loyal talent requires you to engage them on their terms, not yours. Upwork is leading this work revolution by helping businesses access talent anywhere in the world and fully embraces this new model of work themselves.  With over 90% of team members located remotely, Upwork uses a myriad of technologies and techniques to develop teams that are engaged, loyal and dedicated to delivering a superior customer experience. In this session, Upwork will share best practices for developing world-class customer experience teams by embracing the future of work.


2:15 P.M. – 5:30 P.M. Industry Tour – Porsche 

For 70 years Porsche has designed, engineered and built the world’s greatest sports cars. But in this fast changing world, great products are not enough so Porsche and their dealers are on a journey to deliver customer experiences as legendary as the cars they build.  They call it Porsche Passion, and once you feel it for yourself, you’ll know why.

Be sure to join us for an exclusive, behind-the-scenes tour of the 53-acre automotive playground known as the Porsche Experience Center Los Angeles where you will have the opportunity to experience for yourself how Porsche brings the brand to life for customers and enthusiasts alike.